Merchant Support Specialist

Full Time

Job Description

Union is looking for a Payment Processing Specialist to onboard new merchants and support existing clients as we rapidly expand our products to new markets all over the nation.

Our company makes bars and restaurants smarter, faster, and more profitable by providing the best point of sale system, paired with an unparalleled 24/7 support team.


Union hires thinkers and do-ers with proven track records for supporting, listening and resolving financial and technical issues.  WE love the art of problem solving, data based decisions and measured results. YOU have a natural affinity for technology (especially Mac devices), enjoy digging into hard work, and thrive on making the impossible happen!

The Customer Support Teams are looking for a varsity teammate that keeps up with ever-changing requirements in merchant processing Support. This role needs tenacity and strategy in gaining credentials for our new merchants. Follow up with a venue and processor to obtain the correct credentials before the go-live date is Success.  

You work via phone, email, and rarely in the field to overcome issues, build client relationships, and collaborate with all other departments (truly, all of them).


  • Provide phone and email support for our venues, third party processors and sales reps
  • Being able to answer reconciliation questions, change bank account information, help with ACH information 
  • Tier 2 processing support 
  • Deep-dive and perform root-cause analysis for larger technical/processing issues 
  • Base level understanding of PCI compliance and card brand compliance 
  • PayFac Knowledge and understanding of how to set up a PayFac for Union POS 
  • Creating guides and processes in order to scale our merchant processing business
  • Assist merchants with troubleshooting and setting-up credit card processing, software and hardware (example: VAR sheets and credit card readers)
  • Reconcile deposits and statements for our merchants
  • Partner with our operations and sales teams to provide quality and cohesive support

We are looking for someone with: 

  • 1-3 years experience in technical or financial customer support (Tier 2 support, customer support management, or special projects  experience is preferred)
  • 2+ years  experience in credit card processing 
  • 2+  experience supporting the bar and restaurant industry
  • Flexibility to work within service industry hours, including after-hours and weekends
  • Strong oral and written communication ability (phone and email)
  • Demonstrated ability to be diplomatic, and tactful in dealing with diverse customers with varying skill levels and understanding
  • Self-starter, highly organized with strong follow-up and attention to detail
  • Bilingual is a plus

Union is the leading engagement platform built for high-volume bars & venues to deliver improved guest experiences and turbo-charged efficiencies. Our-all-in-one engagement platform is moving the hospitality service experience forward and delivering transformative experiences that enable everyone to win. At Union, we believe hospitality is more than just a happy customer, it’s a happy bartender, happy venue, and happy partners. We’re based in Austin, Texas with several additional offices throughout the US. 

Summary benefits:

  • Health Care we pay for: max $970/month for employee/family
  • Dental: $40 per month
  • Vision: $6 per month
  • 401k match: 4%

Union is proud to be an equal-opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.


Think you could crush this role? Fill out the form below to send us a message with your resume attached or a link to your social media profile, and we will get back to you as soon as possible to set up a meeting with our team. 

Posted By

Leslie Sodaro

Leslie Sodaro

Chief of Staff